Resolve errors during matter creation

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Resolve Errors During Matter Creation

    In Legal Tracker, errors may occur during the creation of a matter following the approval of outside counsel engagement requests. These errors can be related to the engagement request data or the Legal Tracker details. The activity stream of the engagement request will provide visibility into any reported errors.

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    Key Features

    • Draft State Notifications: When errors are reported in the outside counsel engagement request details, the request moves to a Draft state, and a notification is sent to the matter fulfiller to correct the values.
    • Integration Failure Notifications: If errors occur in the Legal Tracker details, the request moves to an Integration Failed state, prompting the matter fulfiller to make necessary corrections.
    • Task Fulfillment: If a task is created for Legal Tracker details, both the matter and task fulfillers receive notifications to resolve errors collaboratively.

    Key Outcomes

    By addressing the reported errors accurately and efficiently, ServiceNow customers can ensure that outside counsel engagement requests are approved and integrated with Legal Tracker seamlessly. This process enhances operational efficiency and maintains compliance in legal matters.

    In the Legal Tracker, a matter is created after outside counsel engagement requests have been approved and an integration initiated.

    During the matter creation, errors can be reported for the data related to outside counsel engagement request or Legal Tracker details section or both. You can see the errors in the activity stream of the outside counsel engagement request.

    Table 1. Workflow when error is reported for outside counsel engagement request details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • An integration with Legal Tracker will be automatically initiated.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • The matter fulfiller submits the request for integration.
    Table 2. Workflow when error is reported for Legal Tracker details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Integration Failed state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values in Legal Tracker section.
    • The matter fulfiller submits the request for integration.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Integration Failed state and the activity stream is updated with the error details.
    • A notification is sent to the matter and the task fulfiller.
    • The task fulfiller corrects the values in the Legal Tracker section.
    • The task fulfiller submits the request for integration.
    Table 3. Workflow when error is reported in both outside counsel engagement request and Legal Tracker details
    Legal Tracker details Workflow
    When matter fulfiller fills in the Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The matter fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • An integration with Legal Tracker will be automatically initiated.
    When a task was created for filling Legal Tracker details
    • The outside counsel engagement request is moved to Draft state and the activity stream is updated with the error details.
    • A notification is sent to the matter fulfiller.
    • The legal fulfiller corrects the values and submits the request for approval again.
    • The practice area lead approves outside counsel engagement request.
    • The task fulfiller fills in the details for Legal Tracker.
    • The task fulfiller submits the request for integration.